Readonly Activity Fields (Standard Only)

Edit read-only activity fields

To edit read-only activity fields, double click the activity shape and edit the read-only activity fields from the properties panel.

• Double click activity shape (1).
• Edit read-only activity fields (2).

An activity can have completion conditions defined, which must be satisfied for the activity to complete and the workflow to move on to the next activity.  Typically, completion conditions will require the agent to populate certain system or custom ticket fields.  To help the agent populate these mandatory fields, you can configure read-only fields that will be displayed to the agent, which may assist in populating the mandatory fields (for example some information recorded in a custom field at an earlier activity in the workflow).

Double click the activity shape and then click the add (or edit if read-only activity fields already exist) button to edit the read-only activity fields.  A modal will display a list of the custom ticket fields from which the read-only fields may be selected.

• Select read-only fields (3).

Runtime assistant

When a workflow is running on a ticket and the current activity has completion conditions defined, the workflow assistant can help you by showing only those fields that are involved in the completion conditions, as well as optional fields and read-only fields (as described here).  This makes it easier to concentrate on the information that needs to be supplied in order to proceed with the workflow.